Senior Program Manager, AU CX, CS, AU Customer Experience Team

1 month ago

North Sydney Council, Australia Amazon Commercial Services Pty Ltd Full time

About the Role

Amazon Australia Commercial Services Pty Ltd is seeking a highly motivated and experienced Senior Program Manager to lead the Customer Experience (CX) team in Sydney. The successful candidate will be responsible for leading new business launches, working on defect elimination and CX improvements for a portfolio/category of the Australia business from a customer service perspective.

This is a diverse and highly visible role requiring a strong aptitude for building partnerships through trust and influencing a wide range of stakeholders at every level of the business. You will establish yourself as a subject matter expert in a fast-moving, ambiguous environment, advocating for customers with business partners and managing the lifecycle of complex initiatives.

Key responsibilities include:

  • Advocating on behalf of the Customer and Customer Service during all business engagements to ensure a consistent high-bar of excellence.
  • Driving people, process, and technology initiatives to optimize the Customer Support experience end-to-end.
  • Managing all key aspects of the Customer Service and how it pertains to business start-ups and their lifecycle management.
  • Delivering product/program quality improvements based on Customer feedback and core Customer Service performance measurements.
  • Identifying opportunities to develop and drive solutions to enable automated tools and applications for self-service.
  • Collaborating with other worldwide CS, business teams, product managers, and technical teams for the execution of strategic projects for Australia.

What You'll Need

  • 6+ years of program or project management experience.
  • 6+ years of managing stakeholders in cross-functional project experience.
  • 6+ years of owning program strategy, end-to-end delivery, and communicating results to senior leadership experience.
  • Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience.

Preferred Qualifications

  • MBA.
  • Bachelor's degree in BI, finance, engineering, statistics, computer science, mathematics, finance, or equivalent quantitative field.
  • Ability to effectively articulate written and verbal point of views with the ability to disagree and commit through collaboration and keeping the larger org vision in perspective.

Acknowledgement of Country

In the spirit of reconciliation, Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea, and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

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